The customer is always online.

Many of the problems in customer service arise from the lack of available information which is why you have a website in the first place. The more coherent and accessible the delivery of your information, the smoother the customer experience. While the goal is to get everything out there in the main website, there will always be new and evolving information for the customers. There are several ways to address this:

Utilize a Frequently Asked Questions system.
As new situations arise you can build and add to a dynamic list of frequently asked questions and corresponding answers.

Build a Knowledge Base for more specific situations.
Many followup situations are repetative but elaborate or long winded. Using a knowledge base can help clients find information based on similar circumstances.

Create a Discussion Forum scenario.
Allowing customers or clients access to you or your staff directly through a community-like discussion board can build customer loyalty while it also eases some of your customer maintenance issues

For a less program-based approach you can always utilize a custom email system to ensure that service queries arrive at the proper department or to the correct person.

Give us a shout and we'll talk about a solution for you.